Major NTL Problems

tokyo jimmi · 09-01-2006, 18:39

On the 15th December we had NTL digital TV and phone line installed (was an existing BB customer). Not long after the engineer left the TV stopped working. Rang NTL and they said they would send someone back to sort it out, waited all day and no one came. Rang again and they said they cant get an engineer out until Tues 19th December. An NTL tech came took one look at it and said it was a complete bodge up and it needs redoing properly. He spent ages on the phone to his supervisor who said someone would be out later that day to do it. Waited all day and again no one came. Rang NTL again. They profusely apologised and said someone would come to do it the next day. Wednesday 20th December waited all day again and no one came. Rang NTL again, more apologies and said they would put me through to installations, stood waiting for a reply for three quarters of an hour and eventually got through. Yet more apologies but was told my job was to be first priority on thursday morning 21 december. Waited all day yet again and no one arrived. Rang NTL and told them i no longer wanted this package. I will retain BB for the time being but cancel the rest. I sent the agreement back unsigned with a letter relating the whole story as reason for the cancellation. A few days later received a letter stating that the phone connection would be transfered from BT to NTL on 9th January. I wrote another letter re-stating that i wished to cancel the order again giving all the reasons and sent it recorded delivery to the cancellation department in Coventry. Never received any acknowledgement from NTL. So friday 6th January I rang NTL again to confirm that the order had been cancelled and under no circumstances did i want my BT phone line disconnected. A man named Patrick said that according to his computer the disconnection order had been cancelled. I got home today Monday 9th January and my phone has been disconnected. Ive never dealt with a company like this before, im at my wits end. What do you have to do to get through to them?

MovedGoalPosts · 09-01-2006, 18:46

Cable Forum has some senior contacts with ntl. We can raise this with them on your behalf if you like. If you wish to PM some details, that will only be held by CF until we know the issue has been resolved, we will see what can be sorted.

We need:
Account holder name,
Address including postcode
Account No (as on bills), assuming one has been issued
DAYTIME phone number (ntl will want to contact you)
email addy
Full details of what has actually occurred, with dates.

---------- Post added at 18:46 ---------- Previous post was at 18:44 ----------

I did make that offer in your previous thread - perhaps you'll take me up on it this time?

tokyo jimmi · 09-01-2006, 18:53

thanks i have sent a PM to you.

MovedGoalPosts · 09-01-2006, 19:34

I've forwarded to our ntl contacts. Please keep us informed of any outcome. Good luck.

hairy_mick · 09-01-2006, 19:44

hi tokyo jimmi sorry to hear about your poor service makes me shudder to think if your job was a botch up what about all the other customers that tec has installed. Its all down to training and the right attitude as well as work load if you over work tecs then cornners are cut which results in the customer getting poor service its just a case of get the numbers in dont mater about the quality but your situation that you find your self in should be a wake up call to ntl about how to loose customer revenue. I am sorry to say i can not see it getting any better unless some one takes the bull by the horns and tackle,s the trainning of the tecs more rigorously.

tokyo jimmi · 15-01-2006, 19:55

To Rob C. Thanks for the help on Monday 9th, but the nightmare continues.
Your contact at NTL rang the next day and offered to help. Within a couple of hours my phone was reconnected to BT. They promised to sort out the billing and that evening installations rang. I told them that I wanted my ariel repaired and in full working order as i had not had a picture on my TV since December 15th when the engineers chopped up my ariel cable and used it to try and wire up digital TV. He seemed a little surprised at this, but said engineers would call on Thursday 12th to sort it out. Two "engineers" arrived on Thursday without a clue as to why they were there. My wife told them they were suppose to be repairing our ariel. They said they needed more supplies and drove off. Sometime later they returned and began work, my wife assumed on the ariel. When i got home that evening they hadn't touched the ariel but had installed NTL digital cable. Not what i wanted. I cannot get through on the number your contact gave me which is why im back on the forum.
And to top it all, on Saturday 14th January I received a bill from NTL for TV, Telephone and BB. And a letter from a Customer Concern Manager who claims he can understand "How frustrating this must be".